Updating tickets

ceebster · **Updating tickets -** 30-09-2008, 07:01 AM

Hi Guys

Quick question

When a user submits a ticket - is it possible to post a reply to the ticket so that my other staff users see my response, but the user does not get an email seeing my reponse to my staff?

Thanks

Chris

supportskins · 30-09-2008, 07:05 AM

When you post a reply there is an option just below the Post Reply textarea which says "Send Email" and it would be selected. Just deselect it and the software wont send out an email.

ceebster · 30-09-2008, 07:15 AM

great thaks for that

supportskins · 30-09-2008, 07:17 AM

No problem, glad to help

elimar · 17-10-2008, 01:18 PM

Was this added in a later version or am I blind and just don't see it. We are currently using 3.00.90. The way we generate tickets we don't normally want emails going out if we post a reply. Also, is there a way to set the default so that is doesn't by default.

Thanks

John Haugeland · 17-10-2008, 07:58 PM

3.00.90 is years old. Lots of security defects have been patched since then. You really need to update.

And, yes, this functionality is called "notes".

rtulisi · 13-11-2008, 02:28 AM

Notes are horrible. It breaks the sequence of a ticket. You have to read each ticket post and then check if a note was added after it... then go back to the next ticket post... then again to the notes list...

Useful...

Quote:

Originally Posted by John Haugeland

3.00.90 is years old. Lots of security defects have been patched since then. You really need to update.

And, yes, this functionality is called "notes".

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ceebster Offline New Member Posts: 12 Join Date: Aug 2008	Updating tickets - 30-09-2008, 07:01 AM Hi Guys Quick question When a user submits a ticket - is it possible to post a reply to the ticket so that my other staff users see my response, but the user does not get an email seeing my reponse to my staff? Thanks Chris

ceebster Offline New Member Posts: 12 Join Date: Aug 2008	30-09-2008, 07:15 AM great thaks for that

supportskins Offline Senior Member Posts: 5,554 Join Date: Aug 2006 Location: Mumbai, India	30-09-2008, 07:17 AM No problem, glad to help Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ - NEW SKIN ADDED!! SupportSkins.com - http://www.supportskins.com/

elimar Offline New Member Posts: 3 Join Date: May 2006	17-10-2008, 01:18 PM Was this added in a later version or am I blind and just don't see it. We are currently using 3.00.90. The way we generate tickets we don't normally want emails going out if we post a reply. Also, is there a way to set the default so that is doesn't by default. Thanks

John Haugeland Offline Member Posts: 1,222 Join Date: Dec 2007 Location: Boise, Idaho	17-10-2008, 07:58 PM 3.00.90 is years old. Lots of security defects have been patched since then. You really need to update. And, yes, this functionality is called "notes". John used to be a Kayako developer